Why are we charged Premier Banking rates?

I submitted a query with the investments department, I received an initial feedback, but when I wanted to take further action, I've been emailing them continuously and still no response since last Wednesday (24 February 2015). As I am out of the country I cannot call them and therefore only been communicating via email which is not effective with FNB.<br> I've complained several times about the poor service from 'Premier Banking' where you cannot get any response with 48 hours, you'd be lucky to get one after a week without complaining.<br> Why are we charged Premier Banking rates for such poor service?<br> My query reference number is SD***.